Delivery Manager

Fynd; Mumbai; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Learning Wallet reimbursement

Mediclaim policy

Office-based work culture

Job summary

Fynd is seeking an AI-forward Customer Success & Implementation Lead to manage the complete post-sales journey for enterprise customers—from contract handover and implementation to adoption, retention, and growth.

You will lead the Implementation and Onboarding team, drive scalable customer success processes, and leverage AI-powered tools to prototype requirements, automate workflows, and accelerate integrations.

Qualifications

• 6-10+ years in B2B SaaS Customer Success or related roles.
• 2+ years leading an implementation/onboarding team or similar.
• Experience with Retail Tech, Ecommerce, or supply chain platforms.

Responsibilities

• Lead and mentor a team of Implementation Managers and Onboarding Specialists.
• Own key implementation metrics: time-to-go-live, adoption, and retention.
• Manage handover from Sales to Implementation and CS.
• Oversee integration of store locations, ERPs, marketplaces, and inventory systems.
• Identify risks, resolve bottlenecks, ensure timely delivery.
• Build scalable onboarding and training playbooks.

Skills

B2B SaaS

Customer Success

Enterprise Implementation

Technical Account Management

Stakeholder Management

Project Management

Cross-functional Collaboration

Metrics-driven

Communication of tech concepts

Tools

REST APIs

Webhooks

JSON payloads

Databases

Data transformation

Job description

About Fynd

Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.

Role Overview

Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.We are looking for an AI-forward Customer Success & Implementation Lead to manage the complete post-sales journey for our enterprise customers—from contract handover and implementation to adoption, retention, and growth.In this role, you will lead the Implementation and Onboarding team, drive successful enterprise deployments, and build scalable customer success processes. You will also use AI-powered development tools to prototype client requirements, automate workflows, analyse technical issues, and accelerate integrations without being completely dependent on the core engineering team.

Responsibilities

• Lead and mentor a team of Implementation Managers and Onboarding Specialists.
• Own key implementation metrics, including time-to-go-live, catalog migration, deployment success, and user adoption.
• Manage the complete handover process from Sales to Implementation and Customer Success.
• Oversee the integration of store locations, ERPs, marketplaces, inventory systems, and supply chain workflows.
• Identify implementation risks, resolve delivery bottlenecks, and ensure projects are completed within committed timelines.
• Build scalable playbooks for onboarding, system configuration, customer training, escalation management, and Quarterly Business Reviews (QBRs).

Qualifications

Required

• 6-10+ years of experience in B2B SaaS Customer Success, Enterprise Implementation, Technical Account Management, or a related role.
• At least 2 years of experience leading an implementation, onboarding, customer success, or engineering-adjacent team.
• Strong experience in Retail Technology, E-commerce, Omnichannel Commerce, Order Management Systems, logistics, or supply chain platforms.
• Understanding of how storefronts, warehouses, ERPs, marketplaces, inventory systems, and physical stores work together.
• Hands-on experience using AI development tools to create functional code, prototypes, scripts, automations, or internal applications.
• Working knowledge of REST APIs, webhooks, JSON payloads, databases, and basic data transformation.
• Strong project and stakeholder management skills, with experience managing complex enterprise implementations.
• Ability to communicate technical concepts clearly to both business and technical stakeholders.
• Experience managing senior stakeholders, including CXOs, founders, and e-commerce leaders.
• A metrics-driven approach with a proven record of improving onboarding timelines, customer adoption, retention, or NRR.
• Strong ownership, problem-solving, leadership, and cross-functional collaboration skills.

Growth

At Fynd, growth is limitless. We nurture a culture that encourages innovation, embraces challenges, and supports continuous learning. As we expand into new product lines and global markets, we're seeking talented individuals eager to grow with us.We believe in empowering our people to take ownership, lead with confidence, and shape their careers.Learning Wallet: Enrol in external courses or certifications to upskill—we'll reimburse the costs to support your development.

Culture

We believe in building strong teams and lasting connections.- Regular community engagement and team-building activities- Biannual events to celebrate achievements, foster collaboration, and strengthen our workplace culture

Your well-being is our priority. Comprehensive Mediclaim policy for you, your spouse, children, and parents.

We thrive on collaboration and creativity. Our teams work from the office five days a week to encourage open communication, teamwork, and innovation.

Join us to be part of a dynamic environment where your ideas make an impact!

What happens next?

• The hiring team reviews your profile for the role.
• Watch your inbox for hiring updates and next steps.

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